Operations Customer Service Agent

About the role

This position is responsible for providing superior customer service and order management support to external and internal customers and brands through a variety of communication mediums.

Responsibilities

• Facilitate Order to Cash Process:
  • Ensure orders are correctly and accurately input via the order review process and confirm data with Customer via the acknowledgement process.
  • Review pricing for accuracy and ensure all applicable/requested promotions are correctly applied to invoice.
  • Partner with Pricing Group and/or Sales to correct price discrepancies.
  • Track customer orders to ensure expectations are met and carriers deliver on time per shipping agreements.
  • Deliver on business expectations by adhering to defined turnaround time(s) for order placement, email/fax response, and call response.
  • Utilize various workflows including VOC and Pricing to gain needed approvals that allow customer orders to ship as completely as possible while adhering to regulatory and financial requirements.
• Contact Management:
  • Field inquiries via multiple platforms.
  • Control customer experience through positive language and use of friendly, professional, and courteous verbal and written correspondence.
  • Supply prompt and inclusive responses to customers in accordance with department and business rules.
  • Adhere to defined business and customer-specific SOPs and Profiles to provide consistent service.
• Build and Maintain Internal/External Business Partnerships:
  • Promote positive working relations with internal and external departments (Customer Support, Marketing, Planning, Operations, Pricing, Finance, Regulatory).
  • Send forecast data to Production Planning when pertinent.
  • Support Inventory Management Operation Excellence through intelligent decision-making and coordination with Plants and Distribution Centers.
• Provide Problem Resolution:
  • Utilize resources and procedures to facilitate the timely and correct handling of reported Overages, shortages, and damages, and record data in CRM and/or E-trac system.
  • Process credit requests promptly and provide the necessary details so that claims may be reviewed and issued within a reasonable timeframe.

Requirements

Required:

• High School Diploma
• Customer Service or related experience
• Comfortable communicating via phone, fax, and email

Preferred:

• College Degree in a Business-Related Field
• Experience in a high-paced office setting
• Demonstrated passion for continuous improvement and service excellence
• Fast learner with a sharp mind, able to work comfortably in a team or independently

About Us

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings, and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent, and passion make it possible to live this purpose and for customers and our business to achieve great results.

Sherwin-Williams invests in and supports you in:

• Life … with rewards, benefits, and the flexibility to enhance your health and well-being.
• Career … with opportunities to learn, develop new skills, and grow your contribution.
• Connection … with an inclusive team and commitment to our own and broader communities.

Benefits

A general description of benefits offered can be found at http://www.myswbenefits.com/. Click on “Candidates” to view benefit offerings that you may be eligible for if hired as a Sherwin-Williams employee.